Social security provider (statutory health insurance) seeks queue management system

We are a social insurance provider within the statutory health insurance system and intend to gradually introduce a queue management system at our customer service centres across approximately 30 locations. With an average of around 1,300 customers per week and daily peaks of approximately 350 insured persons, the aim is to improve the organisation of our advisory services through the use of a queue management system. This market survey is being conducted in the run-up to the relevant tender, which is scheduled for publication in June/July 2026. Failure to participate or submission of an incomplete questionnaire will not affect the planned tender. Your answers will be treated confidentially.

The scope of the queue management system initially includes:

• the hardware and software for the analogue and digital allocation of a queue number, including display on one or two monitors
• Are waiting times displayed (on-site or online)?
• Does your system have prioritisation functions so that, for example, customers with appointments appear higher up in the queue?
• Does your system support both local ticket issuance (print) and e-tickets, e.g. via QR code?
• Visual and audible multilingual notification of the customer’s turn
• Control modules for customer advisors
• Can existing TV sets be integrated into the waiting areas?
• GDPR-compliant
• user-friendly and accessible
• What operating models do you offer, e.g. hire or purchase?

At least approx. 30 software workstations are planned.

A questionnaire can be requested via SoftGuide.